A call center is a team set up to handle large volumes of phone calls, inbound support and sales, outbound campaigns, or both. Calls are queued and routed to available agents.
Where a call center is voice-only, a contact center adds chat, email, and text. Many call centers are adding AI to answer routine calls and free agents for complex ones.
Frontdesk handles call-center volume without the staffing: an AI answers every call live, qualifies the caller, and escalates only what needs a person.